TQM TOTAL QUALITY MANAGEMENT TQM Total quality management
- Slides: 19
TQM • TOTAL QUALITY MANAGEMENT
TQM Total quality management is a systemic approach to productivity improvement using qualitative and quantitative methods and involving all stakeholders to continuously improve the quality of all products and services.
TQM • TQM IS PURE PRAGMATISM (HUTCHINS, ACHIEVE TOTAL QUALITY, 1992) • TQM IS NOT A DESTINATION BUT A JOURNEY TOWARDS IMPROVEMENT (HUNT, MANAGING FOR QUALITY, 1991)
TQM • IS THE SET OF MANAGEMENT PROCESSES AND SYSTEMS THAT CREATE DELIGHTED CUSTOMERS THROUGH EMPOWERED EMPLOYEES, LEADING TO HIGHER REVENUES & LOWER COST THE JURAN INSTITUTE, Inc.
TQM • It is the process of individual & organizational development the purpose of which is to increase the level of satisfaction of all the stakeholders PIKE, R J BARNES
WHY TQM?
B/C IT IS FOR BENEFIT OF ALL STAKEHOLDERS • INTERNAL SATKEHOLDER • EXTERNAL STAKEHOLDER
COMPONENTS OF TQM 1. 2. 3. 4. PRICE REDUCTION CUSTOMER SATISFACTION INVOLVEMENT OF EVERYONE CONTINUOUS QUALITY IMPROVEMENT 5. LEADERSHIP
COMPONENTS OF TQM (ROVER GROUP)
PRICE REDUCTION • COST AN ESSENTIAL ELEMENT OF TQM • CROSBY PHILOSPHY QUALITY IS FREE QLTY IS THE RIGHT OF CUSTOMER
Who determines quality? THE CUSTOMER If the customer does not perceive you as offering quality service you are not.
Customer Focus CUSTMER IS GOD (CHINESE SAYING)
PERCEPTION IS TRUTH
INVOLVEMENT OF EVERYONE
CONTINUOUS IMPROVEMENT • Improve each and everyday - Do not focus on problems, focus on improvements. • IF YOU’RE NOT PART OF THE SOLUTION, YOU’RE PART OF THE PROBLEM.
CONTINUOUS IMPROVEMENT • Customers are not interested in excuses, they’re interested in results. • Be proactive - because if you don’t someone else will. • Ishikawa Says The organization which does not make a change in the 06 months is a dead organizations
CONTINUOUS IMPROVEMENT • KAIZEN FOR CQI JAPANESE SYNONYM • THE FAMOUS HADITH “HE WAS DESTROYED WHOSE PAST WAS NOT BETTER THAN HIS YESTERDAY”
LEADERSHIP • NO EFFORT FOR QUALITY IMPROVEMENT CAN SUCCEED WITHOUT COMMITMENT OF TOP MANAGEMENT
LEADERSHIP A NATION WITHOUT LEADERSHIP IS THE HERD OF SWINE EINSTEIN
- Contemporary management practice
- What is tqm
- Philip crosby formulated the seven deadly diseases
- Quality culture in tqm
- Tqm tools and techniques
- Evolution of total quality management
- Definisi tqm
- Elements of iso 9000:2000
- Quality journey
- Total quality management 14 points
- Antecedents of modern quality management
- Books on total quality management
- What is total quality management in hospitality industry
- Benchmarking in total quality management
- Define quality assurance in nursing
- Kfc total quality management
- Total quality management kaizen
- Total data quality management
- Total quality management of toyota
- 7 principles of quality management system